FastPay Casino - Player’s account has been closed due to a deposit sent from 3rd party credit card.

This casino refused to pay my winnings. When I submitted my relevant documents they asked me for bank details from a bank card that i used only once months before which was a friend of mine. I can produce evidence from my friend that he allowed me to use his bank card at the time for a 1 off payment so I could play my games because my bank at that time were doing maintenance and I could not use my card . I can't see why they are refusing my winnings?

Dear Frank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found: 

"10.6 It is strictly against the rules to use third party payment systems or bank cards for depositing and payouts. If a player performs such an action, his or her player account will be closed, and all the funds on the balance will be seized. We reserve the right to ask for additional supporting documents to prove that the account in the payment system belongs to the player."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,  

Kristina

Reply from the player:

"Hello I was denied $7,000 payout, the reason is because of rule saying you cannot use payments from a third party. at the time due to not having funds in my personal bank account which is from another bank I used my friend's business partners actual card which is in joint account with me it has same account number as mine and we use this for business reasons. It's a joint account which is still owned by me. I ddon't understand why they the casino and their support team and manager cannot understand this it's plain simple if you own a joint account bank account with another person it's still your account so I don't think I would want anything wrong by using that card hence I am being denied my winnings Please get back to me"

I will now transfer your complaint to my colleague Nick who will be at your assistance. However, in this case we cannot guarantee you a positive outcome, but I wish you the best of luck.

Dear Frank,

Could you please provide us with any proof (bank statement for example)that your bank account is joint and the card you used also belongs to this account? Please send it to nikolas.b@casino.guru.

The player has sent us the requested proof and after further investigation we came to this conclusion:

The player has joint account with his friend. Both of the account owners has their own credit/debit card with their name stated on it. Even if the bank account belongs to both persons, the card which the player used to deposit belongs to his friend with his name on it. The casino clearly says in their terms that:

"Only one account in Fastpay casino can be opened per one person, one IP address, one physical address, one device, one payment wallet or bank card owner. The violation of this rule will lead to the blocking of the account and confiscation of active balance."

I am very sorry we couldn't help more, but in this case it is a clear violation of the casino's terms which means we have to reject this complaint. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru